Agent Community Manager at Workforce Group

JOB OBJECTIVE:

To ensure the adequate recruitment, training, supervision, and coordination of all existing and potential agents, ensuring that targets are met, relevant policies and guidelines are upheld, and customer satisfaction is achieved for all aspects of the agency arrangement.

• Maintain up-to-date agent database to monitor the community and vendors managed by each agent.
• Recruit, screen, and train new agents to ensure relevant policies and guidelines are upheld.
• Analyze performance and draw up appropriate action plans based on insight drawn from analyses.
• Communicate agency performance levels including areas of concern/improvements to management.
• Supervise the activities of all agents to ensure the obligations are accurately performed.

FINANCIAL

• Attracting capital and investment
• Future proofing for capital injection and investment
• Return on Investment
• Increase in revenue

CUSTOMER

• Customer satisfaction rating

PEOPLE

• E- Learning score

PROCESS & OTHERS

• Brand awareness in donor community
• Onboarding processing time
• Cost incurred due to risks
• Digital and operational risk management
• Community growth rate
• Customer acquisition
• Customer Lifetime Value

RISK & CONTROL

• Internal Audit Rating

FUNCTIONAL/TECHNICAL COMPETENCIES:

• Stakeholder/Agent management
• Operational discipline
• Data management
• Service level management
• Resource management
• Customer needs identification
• Business Analytics

GENERAL COMPETENCIES

• Communication Skills
• Reporting

BEHAVIORAL COMPETENCIES

• Interpersonal relations
• Self-confidence
• Time & Self-Management
• Decision quality & Problem solving

ORGANIZATIONAL COMPETENCIES

• Attention to Detail (Excellence)
• Drive for Results (Efficiency)
• Continuous Learning
• Customer Focus

Person Specification

This role requires that the job holder:

• Possesses good stakeholder management and communication skills
• Possesses excellent time management (ability to efficiently multi-task)
• Is flexible, adaptable, and understands social impact
• Possesses analytical thinking skills and is able to breakdown complex problems
• Works harmoniously with others to achieve defined objectives and contributes positively to developing a sharing and learning environment
• Possesses good presentation skills and can conduct presentations in a manner that communicates effectively with the audience

Educational qualification

• HND/Bachelor’s degree in management-related or STEM fields; MSc is desirable. Agent Management certification is desirable

Experience

• Minimum of 2 years experience in related function

Age: Not more than 28 years

Salary: 102,000 Plus other benefits